IT Service Desk Agent

Amicis Global

Job Location:

Columbus, NE - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Job Title: IT Service Desk Agent
Job Location: Columbus OH 43219
Job Duration: 12 months of contract

Kindly help me out with your most updated resume

Job Summary:

The Service Desk Agent is the first point of contact for users contacting the IT Service Desk. This role requires delivering the highest level of customer service by answering incoming calls accurately documenting all interactions in a call tracking system and using knowledge base tools and personal expertise to resolve issues efficiently.
The Service Desk Agent is committed to achieving high levels of first-call resolution and identifying opportunities to streamline and automate processes.

Key Responsibilities:

Demonstrate strong customer service skills while providing phone support including:
Actively listen to customers to accurately understand their concerns
Showing empathy and maintaining a sense of urgency in resolving issues
Producing accurate and detailed documentation at the client problem and incident levels
Effectively resolving conflicts
Deliver high-quality end-user technical support related to enterprise software and hardware
Assess triage research train/educate and resolve incidents and service requests in a fast-paced 24/7/365 environment
Provide after-hours and weekend support as required under general supervision
Maintain attention to detail ensure follow-through and contribute positively within a team environment
Apply technical knowledge to support all existing systems
Support all aspects of client needs while maintaining professionalism and composure across phone chat and in-person interactions
Create a positive customer experience by building rapport and trust ensuring timely resolution or escalation and communicating status updates effectively
Collaborate with internal users to provide guidance and support while maintaining professionalism in challenging situations
Investigate diagnose resolve and recover from hardware and software issues
Install modify clean up run diagnostic programs and repair computer hardware peripherals and software

Qualifications:

Excellent customer service skills
Strong communication skills
Two to five years of relevant experience in a complex high-tech and fast-paced work environment
Experience in a technical support role is preferred but not required
High school diploma or GED with relevant work experience
Ability to diagnose issues in complex environments and provide effective solutions quickly
Self-motivated with the ability to work independently in high-pressure situations
Willingness to work variable shifts including evenings weekends and public holidays

Job Title: IT Service Desk Agent Job Location: Columbus OH 43219 Job Duration: 12 months of contract Kindly help me out with your most updated resume Job Summary: The Service Desk Agent is the first point of contact for users contacting the IT Service Desk. This role requires deliverin...

Job Title: IT Service Desk Agent
Job Location: Columbus OH 43219
Job Duration: 12 months of contract

Kindly help me out with your most updated resume

Job Summary:

The Service Desk Agent is the first point of contact for users contacting the IT Service Desk. This role requires delivering the highest level of customer service by answering incoming calls accurately documenting all interactions in a call tracking system and using knowledge base tools and personal expertise to resolve issues efficiently.
The Service Desk Agent is committed to achieving high levels of first-call resolution and identifying opportunities to streamline and automate processes.

Key Responsibilities:

Demonstrate strong customer service skills while providing phone support including:
Actively listen to customers to accurately understand their concerns
Showing empathy and maintaining a sense of urgency in resolving issues
Producing accurate and detailed documentation at the client problem and incident levels
Effectively resolving conflicts
Deliver high-quality end-user technical support related to enterprise software and hardware
Assess triage research train/educate and resolve incidents and service requests in a fast-paced 24/7/365 environment
Provide after-hours and weekend support as required under general supervision
Maintain attention to detail ensure follow-through and contribute positively within a team environment
Apply technical knowledge to support all existing systems
Support all aspects of client needs while maintaining professionalism and composure across phone chat and in-person interactions
Create a positive customer experience by building rapport and trust ensuring timely resolution or escalation and communicating status updates effectively
Collaborate with internal users to provide guidance and support while maintaining professionalism in challenging situations
Investigate diagnose resolve and recover from hardware and software issues
Install modify clean up run diagnostic programs and repair computer hardware peripherals and software

Qualifications:

Excellent customer service skills
Strong communication skills
Two to five years of relevant experience in a complex high-tech and fast-paced work environment
Experience in a technical support role is preferred but not required
High school diploma or GED with relevant work experience
Ability to diagnose issues in complex environments and provide effective solutions quickly
Self-motivated with the ability to work independently in high-pressure situations
Willingness to work variable shifts including evenings weekends and public holidays